If I open a ticket manually for my customer, but I need to message them outside of tawk.to, it would be great to CC the ticket email address associated with the ticket so that the message gets included on the ticket.
I’m talking about the long, unique email address that’s created for each ticket, so that replying to it puts the responses into the tawk.to ticket system.
This would also be great to capture correspondence that must happen outside of tawk.to, for example when I email a quote from my bookkeeping software. I can CC the quote to the ticket which would then store the record of the quote being sent.
However, in order to do this, I need to know what the unique email address is. I don’t really want to CC myself on every single ticket created just to capture the unique email. It would be better to copy it from the dashboard on an as-needed basis.
Hey Tim, great suggestion!
Adding external email threads to existing tickets isn’t currently supported.
To clarify, there also isn’t a unique email address per ticket. To match whether a reply belongs to an existing ticket, we use the subject line and message headers.
Each property has a unique Ticket Forwarding Email under Administration > Ticketing, though CCing it creates a new ticket rather than attaching to an existing one.
Similar ticketing systems have solved this by allowing users to include a unique ticket reference in the subject line, which is then used to match the email to that ticket.
Would that match your desired use case? If so, happy to raise it with the team.
I just created three tickets with email address I own, and each one has a unique Reply-To address:
tickets+6aa39780957e11f1b7cbd90047a2aea9@dedicated-presentation.p.tawkto.email
tickets+81157100957e11f1b7cbd90047a2aea9@dedicated-presentation.p.tawkto.email
tickets+3fcc4460958011f1b745c1a94a62e22a@dedicated-presentation.p.tawkto.email
Can’t this unique address be used to match the ticket?
